At Kustomer, we’re kicking off 2025 with exciting updates to our AI Agents for Customers. These advancements expand on human-AI collaboration, data access, search functionality, support channels, and insights. Let’s dive in!

#1 - Full-Circle AI + Human Agent Collaboration

We’ve redefined the interplay between AI and human agents to create a seamless, full-circle service experience. Previously, AI Agents could transfer conversations to human agents when needed. Now, we’ve taken this a step further to allow AI Agents to close these conversations as well:

  • Bidirectional handoff: After human agents have addressed critical aspects of a conversation, they can transfer the interaction back to AI Agents to finalize and complete the resolution.
  • Smart conversation continuity: The AI Agent picks up where the human agent left off, leveraging the entire conversation history and the handoff note to ensure continuity.
  • Manual or automated handoff: Conversations can be passed back to AI Agents either manually or through automation, enabling a human-in-the-loop service model that blends efficiency with personalization.

A common use case for this new capability is when a human agent is required by company policy to approve the return of an order above a certain monetary value. If an AI Agent learns that a customer wishes to return an expensive item for refund, a live human agent is notified automatically and will need to approve the refund. Once the human agent approves the refund, he or she will leave a note to confirm that for the AI Agent (as shown below).

Image shows the UI of Kustomer adding a note to the AI Agent

This note also shows up on the Kustomer Timeline (as shown below).

Screenshot of the UI of the Kustomer timeline with a note from the AI Agent

The full-circle AI and human agent collaboration is especially useful for retail brands seeking to automate as much as possible with AI Agents in order to scale customer service.

#2 - Expanded Data Access

Our AI Agents can now access data beyond the Kustomer platform, integrating with third-party systems, data sources, and URLs including OpenAPI tools and Shopify. This expansion enables:

  • Broader contextual awareness: AI Agents can reference external data to better inform their responses and provide richer, more informed support.
  • Seamless integrations: Connecting with these systems and data sources streamlines operations, offering customers a cohesive experience across platforms.

By breaking down data silos, this update enhances the AI’s ability to deliver timely, relevant, and accurate support.

Screenshot of the Kustomer UI adding additional data sources

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#3 - Smarter Search Tools for AI Agents

In addition to accessing external data, we’ve introduced advanced search capabilities to make AI Agents even more effective at retrieving the most accurate information for customers:

  • AI-reasoned search: AI Agents can use knowledge base policies or interpret customer queries to identify and retrieve the most relevant data from specific objects (kobjects) based on set parameters, like fetching orders from the last 30 days.
  • Greater accuracy: The more focused search capabilities improve accuracy of the AI Agent reasoning and response.
  • Improved efficiency: This focused retrieval also reduces unnecessary data processing, speeds up response times, and enhances the customer experience.

This smarter approach to data retrieval ensures AI Agents work faster and more effectively to resolve customer inquiries.

Screenshot of the AI Agent Studio within the Kustomer platform

#4 - AI Agents Now Respond to Web Forms

AI Agents have expanded their reach to web forms, introducing a new channel for streamlined customer support. This means our clients can automate follow-up responses and/or actions to these submissions. Here’s what’s included:

  • Automated responses to web forms: AI Agents can now reply to inbound web form submissions via email, offering prompt and personalized communication.
  • Customizable deployment conditions: Clients can define conditions for deploying AI Agents based on attributes gathered from the form.

This new capability enables businesses to meet customers where they are, providing timely support that aligns with their preferred method of communication.

Screenshot of the Kustomer timeline within the platform responding to a form submission

#5 - More Detailed AI Agent Reporting and Observability

Understanding and optimizing AI Agent performance has never been easier. Our enhanced reporting tools now provide leaders with deeper insights:

  • Interactive reporting: Leaders can access individual conversations directly from the AI Agent report charts, mirroring functionality found in other reporting tools.
  • Actionable insights: By navigating to specific conversations, leaders can review interaction details, uncover patterns, and identify opportunities for improvement.
  • Observability: We have added the ability to observe detailed AI traces for entire conversations, with improved UX through searchability and filters.

With these granular insights, businesses can fine-tune their AI strategies and elevate the overall customer experience.

Screenshot of the Kustomer UI showing data visibility within an AI Agent

Transforming Customer Support in 2025

These updates represent a significant step forward in our mission to create effortless and exceptional customer experiences. By enhancing collaboration, data access, channel coverage, and reporting, we’re empowering businesses to deliver proactive, personalized, and efficient support at scale. And we’re not stopping here. Stay tuned for more exciting announcements of new AI capabilities planned this year.Explore how these capabilities can transform your customer service operations. Reach out to our team today and let’s make 2025 the year we #endbadservice!